This case study highlights how we helped a social media agency undergoing a rebrand transform its client experience and operations by implementing HoneyBook, building inquiry and onboarding workflows, and setting up automations.

PROBLEM:

The client, a social media agency, had built a strong reputation for creative work but, behind the scenes, their systems were pretty much non-existent. As they navigated a rebrand, they realized their client experience felt disjointed and they needed internal processes to keep up with their growth.

Without a centralized platform, client inquiries were slipping through the cracks, onboarding felt manual and repetitive, and administrative tasks were eating up valuable time that could have been spent on strategy and client delivery.

They needed a streamlined system that would not only align with their updated brand but also provide a polished, professional experience for their clients, while reducing the operational bottlenecks on the backend.

METHOD:

We focused on designing and implementing systems that would bring structure, automation, and ease into their client journey:

1. System Setup in HoneyBook
   We transitioned the agency into HoneyBook, ensuring all client communication, contracts, and invoicing were housed in one place. This provided a central hub for their team and eliminated the inefficiencies of scattered tools.
2. Inquiry & Onboarding Workflows
   We mapped out and built customized workflows to guide clients seamlessly from first inquiry through onboarding. This included automated responses, scheduling links, proposal and contract templates, and payment structures…all designed to feel consistent with their rebrand.
3. Automation Implementation
   We layered in automations to reduce repetitive tasks, from follow-up emails to invoice reminders, ensuring nothing fell through the cracks and freeing the team to focus on higher-value work.
4. Training & Handover
   We provided documentation and walkthroughs so the team could confidently manage their new system and make adjustments as the business continued to evolve.

RESULTS:

Within weeks of launching the new systems, the agency began to see a measurable shift:

• Faster response times to new inquiries, ensuring potential clients felt seen and valued right away.
• Seamless client onboarding, with every step—from proposal to payment—handled consistently and professionally.
• Hours saved weekly by automating manual tasks, giving the team more capacity to focus on client work and strategy.
• Stronger client experience, aligning their backend with the elevated brand they were presenting externally.

By upgrading their systems during the rebrand, the agency not only created a polished, streamlined client journey but also built a scalable foundation for continued growth.